Client Support Specialist (2nd shift 11am to 8pm)

This position is 100% onsite at our South Bend, IN location Monday through Friday 11am EST to 8pm EST.  The Client Support Specialist will provide support and problem solving to both internal and external customers in a virtual and phone environment to triage requests and provide detailed follow-up on PG’s various applications. The position will serve as primary support to all clients who contact Press Ganey through our online support program, thus reducing the workload for our client experience teams. The specialist will also provide advisory services support to pre-identified clients as an expert in Press Ganey resources including reporting, online reporting platforms, account management functions and various other facets of our day to day business operations. Duties & Responsibilities: Provide on-demand client support. CSS will provide support to Press Ganey customers who reach out via phone, email or live chat functionalities. This support will entail handling and triaging requests and issues involving Press Ganey’s suite of online solutions, data reports, data interpretation, improvement resources, online community and any future Press Ganey products or enhancements. CSS will be responsible for providing in depth responses to clients or ensuring proper follow-up by account team has taken place.CSS will be identified point of contact for all traveling Client experience team members including, Enterprise, Regional, and Mid-Market Advisors and Account Managers. CSS will follow through and complete client requests or effectively triage to proper internal team member for completion.Provide advisory services support to pre-identified mid-market accounts. CSS will provide on-demand support for any advisory services related questions including goal setting, interpreting data, online solutions, improvement tips and more.Tracking/documenting of all correspondence and providing follow-up to critical account team members in accordance with team policiesCSS will perform account management functions for identified accounts. Tasks include running reoccurring monthly/quarterly reports, set-up of all new point of care accountsWork Environment:Requires ability to get to all users' operations and computer facilities.Requires the ability to meet deadlines, frequent assignment changes, periodic heavy workload, rapidly changing environment, and dynamic business growth.Requires ability to concentrate on detailed tasks for sustained periods of time.Requires the ability to operate computer, printer, copy machine, calculator, other general office equipment, and to record written information.Requires the ability to communicate with customers, users and vendor representatives in person, in writing, and on the telephone.Requires the ability to read computer output and printed material.Requires the ability to travel (by airplane) occasionally, including domestic flights.  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Requires the ability to participate in interactive verbal group activities including brainstorming and application design working sessions.